More Small Businesses Report Internet and Phone Issues
Complaints by small businesses to Australia’s Telecommunications Industry Ombudsman are on the rise, while complaints from householders fell in the last quarter.
In the latest Ombudsman’s report just released the total number of complaints continued to decline, but small business accounted for the highest proportion of grievances in almost 1½ years.
The biggest issues reported by businesses were inaction or delayed action by telco providers followed by complaints about service and equipment fees. Some small businesses also reported issues about the reliability of their phone and internet services and resulting financial losses.
Telstra received the most complaints out of the telcos followed by Optus, Vodafone, iiNet, TPG, M2, Southern Phone Company, Dodo Services, Boost Tel and Exetel.
Mobile Issues Growing
Mobile services have overtaken the internet as the most complained about service for the first time in over a year.
The top issue was the failure of providers to cancel an internet or phone service, and where customers continued to receive bills for services they were no longer using.
Investigation of Business Complaints
The Telecommunications Ombudsman says resolving small business complaints can involve complex phone, internet and equipment setups, and consideration of how these issues impact business operations.
The Ombudsman recently set up a dedicated team to assist small business and to provide access to a free, independent complaint resolution service when complaints are unresolved.
The Ombudsman says the results of a specific investigation into phone and internet complaints from small businesses will be released in the next quarter of this year.